Customer Success Manager - Scaled

3+ years of experience in enterprise, customer-facing roles (Customer Success, Professional Services, etc.). Experience operating in a scaled or digital success model. Strong operational mindset with ability to design and optimize systems, workflows, and playbooks. Strategic ownership of customer portfolio, able to act autonomously. Entrepreneurial and builder mentality. Data-driven and proactive, comfortable using analytics. High emotional intelligence and prioritization skills. Passion for technology & cybersecurity (strongly preferred).

Develop, implement, and refine scalable customer success programs. Automate key customer touch points using tools like email campaigns and in-app guidance. Instrument the customer journey with metrics, triggers, and workflows. Build and manage one-to-many engagement strategies (webinars, office hours). Create digital content for customer self-sufficiency. Segment customers and deliver personalized automated outreach. Collaborate with Product, Marketing, and Education teams. Partner with Sales and Support for seamless customer experiences. Advocate for product and process improvements based on customer feedback. Monitor customer health metrics and engagement patterns. Measure and iterate on scaled program success. Report on key customer metrics.